Stop Doing These 3 Things For a Customer-Centric 2013


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Ever hear of a “stop doing” list? All the cool kids and productivity gurus mention them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease.

Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list in time for the new year. By stopping this behavior, you’ll be creating more customer-centric opportunities for growth.

1. Stop treating old customers like dirt.

Old customers may not be glamorous or new, but they are the ones paying your salary. Loyalty should matter, so treat those who are loyal like they are your most important customers, because in many cases, they are. Don’t offer deals and promotions to just new customers. Stop it. It’s mean. Word gets around and customers understand when they are being overlooked.

STOP2. Stop letting complaints go unheeded.

Complaints are calls to action. Stop acting like they are the act of people who “have nothing better to do.” Customers who complain care enough to do so because they would like to see a change. Give them the courtesy of reviewing and acting on what it is.

3. Stop looking at everything from the inside-out.

Shop owners, walk in the front door sometimes. Service providers, walk through the actual experience of your customers. It’s so easy to get caught up in our own worlds that it takes serious, dedicated effort to get a true outside-in perspective. How do you know what experience you are delivering if you never see it from the correct angle?

Customer-centricity is not easy, quick or even rewarding at first. It can be a little painful. Stop doing what you know isn’t right. That’s the first step. What would you add to this list?

Photo credit: I am marlon via Creative Commons license

Republished with author's permission from original post.

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”


  1. Time is a valuable asset for all of us.
    If someone spend some part of it for us, this shows they care for us. Sometimes companies take this for granted.
    Then I tell about this complaint to their competitors so that they have a free lesson.
    Kind regards, ilmi


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